2021 HERITAGE PROVIDER NETWORK ... - Regal Medical Group

[Pages:20]2021 HERITAGE PROVIDER NETWORK Health Plan Language Assistance

HEALTH PLAN

LAP THRESHOLD LANGUAGE

PLAN INTERPRETER ACCESS

PLAN TRANSLATION ACCESS (Vital Non-Standard Documents)

PLAN CONTACT QUESTIONS (interpreter/ translation)

ADDITIONAL RESOURCES

LANGUAGE FORM VERIFICATION SUBMITTAL

LAST UPDATE

Aetna

Spanish

1-800 525-3148. This number bypasses provider services center and connects directly to qualified interpreters.

1-877-287-0117

Or call Member Services at 1855-772-9076 TTY 711 For California: To access Alignment's interpreter services for Members, please contact Member Services at (866) 634-2247 at least 7 (seven) days prior to the service.

1-866-634-2247

Directly to interpreter Services 1800-525-3148

Hours are 8:00 a.m. to 8:00 p.m., - 7 days a week (except Thanksgiving and Christmas) October 1 through March 31.

Alignment

Hours are 8:00 a.m. to 8:00 p.m., - Monday to Friday (except holidays) from April 1 through September 30.

Alignment provides free aids and services to people with disabilities to communicate effectively such as:

Qualified sign language interpreters Written information in other formats (large print audio,

accessible electronic formats, other formats).

Provides free language services to people whose primary language is not English, such as:

Qualified interpreter Information Written in other languages

Anthem Blue Cross

Medical- Access Program (MCAP)

Major Risk Medical insurance Program (MRMIP)

Telephone Interpreters : Medi-Cal Members Customer Service Center (Medi-Cal) 1-800-407-4627 (outside LA County) 1-888-285-7801 (inside LA County). After hours, call the 24/7 Nurse line (MedCall) at 1-800-224-0336 1-877-687-0549: Medi-Cal Access Program (MCAP) 1-877-687-0549: Major Risk Medical Insurance Program (MRMIP)

Face to Face Interpreter Requests : Med-Cal Members Call the Anthem Member Services number on the Member's ID

card for help (TTY/TDD: 711).

Translation Members To ensure the timely translation of materials, encourage the Member to contact Anthem Blue Cross by calling 1-888-254-2721. Providers contact on members behalf 1-800-677-6669 to request translation on the Member's behalf. Urgent requests are handled within one business day and non-urgent requests are handled within two business days. A copy of the document is required in order to complete the translation request.

1 800-677-6669 Provider Care

N/A

N/A ca/pages/freeinterpreting-services.aspx

2/5/2020 2/5/2020

1/1/2020

1/25/2021

2021 HERITAGE PROVIDER NETWORK Health Plan Language Assistance

HEALTH PLAN

LAP THRESHOLD LANGUAGE

Anthem Blue Cross

Spanish Traditional Chinese Vietnamese Tagalog Korean

Spanish Traditional Chinese Vietnamese

Blue Shield of California

1/25/2021

PLAN INTERPRETER ACCESS

PLAN TRANSLATION ACCESS (Vital Non-Standard Documents)

PLAN CONTACT QUESTIONS (interpreter/ translation)

ADDITIONAL RESOURCES

800-407-4627 / 888-757-6034 (TTY) Monday-Friday 7am-7pm These request need to be logged and tracked in your LAP Call 24/7 Nurse Line for after-hours services at 1 800-224-0336 Log E-mail: ssp.interpret@ California Relay Service (24

hours a day/ 7 days a week): Interpreters are available to members, providers and staff at

key points of medical contact. ? 72 business hours or more advance notice are required to

schedule services needed for scheduling face-to-face and sign language interpreters. ? Twenty-four hour advance notice requested for cancellations

Have the following available: Members ID number Need for an interpreter and state the language

Providers Anthem Blue Cross Medicaid / Medi-Cal State Sponsored Business: (800) 677-6669, request to speak to an interpreter. Providers may also schedule by e-mailing ssp.interpret@ Registration with our secure e-mail is required. Please type "secure" in the subject line.

Providers: Over-the-phone interpretation 800-541-6652, follow VRU menu.

Member may get an interpreter or documents read and sent by calling the number on the back of the members ID card or 1-866-3467198. For more help call the CA Dept. of Insurance at 1-800-927-4357

In-Person Interpretation (IPI), or Face-to-Face Routine Visit To arrange for in-person interpretation services, the provider must call the Provider Customer Service number at (800) 541-6652 and speak to a Provider Customer Services Agent.

Five (5) business days with advanced notice from the enrollee is preferred in order to make best efforts to accommodate the request

Request for Translation Providers are not delegated to provide translation of non-standard vital documents and must forward such requests received from Blue Shield enrollees to Blue Shield.

A provider who receives a request for a vital document translation should forward it to Blue Shield Urgent Within one business day. Routine Within two business days Non-Standard Vital Documents

Call your Provider Relations representative.

provider For a translation request use the following document.

BS_Lang. Asst. Req. Form.pdf

LANGUAGE FORM VERIFICATION SUBMITTAL

LAST UPDATE

1/25/2021

2021 HERITAGE PROVIDER NETWORK Health Plan Language Assistance

HEALTH PLAN

LAP THRESHOLD LANGUAGE

PLAN INTERPRETER ACCESS

PLAN TRANSLATION ACCESS (Vital Non-Standard Documents)

PLAN CONTACT QUESTIONS (interpreter/ translation)

ADDITIONAL RESOURCES

Blue Shield of California

Brand New Day

for face-to-face interpreters. At the time of the appointment, if a face-to-face interpreter has been scheduled and the interpreter does not show after a 15-minute wait time, the provider shall offer the enrollee the choice of using a telephone interpreter or the opportunity to reschedule the appointment

For appointments made within 48 hours/Emergency (same or next day access for routine or urgent care): Provide services telephonically (see Over-the-Phone Interpretation above).

Non-standard vital documents contain enrollee-specific information. These documents are not translated into threshold languages.

Blue Shield will include with any non-standard vital documents distributed to enrollees the appropriate DMHC/CDI-approved written notice of the availability of interpretation and translation services.

If translation or interpretation of any non-standard vital document is requested by the enrollee, Blue Shield will provide the requested translation within 21 calendar days of that request, with the exception of expedited grievances.

To forward the Vital Document to Blue Shield: ? Complete Blue Shield's "Language Assistance Form"

available at Provider Connection at provider under Guidelines & resources, Patient care resources, and then Language Assistance Program; ? Attach a copy of

the document to be translated: ? Fax the request the translation liaison 248-733-6331

LA County: English, Spanish, Chinese (Cantonese and Mandarin), Arabic, Armenian, Farsi, Tagalog, Vietnamese, and Russian.

Face to Face /Sign Language Interpreters ( including American Sign Language)

Face to Face Brand New Day provides free aids and services to people with disabilities to communicate e effectively with us, such as:

Qualified sign language interpreters

These request need to be logged and tracked in your LAP Log

1-562-310-6868 Compliance Dept. Connie Snyder

1/25/2021

LANGUAGE FORM VERIFICATION SUBMITTAL

LAST UPDATE

1/27/2020

2021 HERITAGE PROVIDER NETWORK Health Plan Language Assistance

HEALTH PLAN

LAP THRESHOLD LANGUAGE

PLAN INTERPRETER ACCESS

Brand New Day

Cambodian/Khmer, Korean,

Written information in other formats (large print, audio,

accessible electronic formats, other formats)

Orange County: English, Spanish, Vietnamese, and Fars

Brand New Day also provides free language services to people whose primary language is not English, such as:

Qualified sign language interpreters Information written in other languages

Telephonic Interpretation Services Call Brand New Day's Member Services Department at: (866) 255-4795 TTY 711, speak to a member service representative. Member Services Dept. - Hours are:

October 1 ? March 31: 7 days a week, 8 am ? 8 pm, April 1 ? September 30: Monday ? Friday, 8 am ? 8 pm

Give the Member Services Representative the following information: Language being requested Member's name Member's ID number

Wait for the representative to connect you with an interpreter through Pacific Interpreters.

When the interpreter joins the line, brief the interpreter: Explain the purpose of the call Give any special instructions you may have

Face to Face Call Brand New Day's Member Services Department at (866) 2554795 at least 5-10 business days prior to the patient's appointment. The following information will be required in order to access an interpreter:

Provider name Language being requested Member's name and ID number Member's date of birth Member's preferred gender of interpreter ( if requested)

1/25/2021

PLAN TRANSLATION ACCESS (Vital Non-Standard Documents)

PLAN CONTACT QUESTIONS (interpreter/ translation)

ADDITIONAL RESOURCES

LANGUAGE FORM VERIFICATION SUBMITTAL

LAST UPDATE

2021 HERITAGE PROVIDER NETWORK Health Plan Language Assistance

HEALTH PLAN

LAP THRESHOLD LANGUAGE

Cal Optima 1/25/2021

PLAN INTERPRETER ACCESS

PLAN TRANSLATION ACCESS (Vital Non-Standard Documents)

PLAN CONTACT QUESTIONS (interpreter/ translation)

ADDITIONAL RESOURCES

Requestor name and contact number Date, time and duration of appointment Location of appointment ( Name of Facility, Address,

Suite/Room Number) Type/Purpose of appointment Provider Specialty Name and phone number of contact person at

appointment site Other special instructions

Cal Optima Provides:

Staff who speak your language. Interpreter services, along with American Sign Language,

at no cost to members for all health care needs.

Interpreter services are available 24 hours a day, 7 days a

week for:

o Medical services such as doctor visits, after-

hours services, urgent care services, pharmacy services and health education classes.

o Non-Medical services such as customer service,

member complaints and member orientation meetings.

Health education and enrollment materials printed in

several languages at no cost to you.

Materials in other formats, such as braille, audio or large

print at no cost.

Cal Optima and its Health Networks shall provide, upon a Member's request, a written translation of a nonstandardized Member-specific document into Threshold language within twenty-one (21) calendar days.

Cal Optima and its Health Networks shall provide translations of written informing documents at a reading level no higher than sixth (6th) grade

Contact the member's health network listed on the Cal Optima ID card. For members enrolled in Cal Optima Direct, call 1714-246-8500.

These request need to be logged and tracked in your LAP Log

Contact the member's health network listed on the Cal Optima ID card. For members enrolled in Cal Optima Direct, call 1714-246-8500

, Cultural Linguistic@

Providers may request interpreter services for their Cal Optima patients with Limited English Proficiency. Providers may request either telephonic or face to face interpreter service, depending on the situation (2020 Cal Optima Provider Manual Section N7 ) ADOC/RMG: 1(844)-292-5173

Telephonic or Face to face Interpretation (Members) 714 246-8500

LANGUAGE FORM VERIFICATION SUBMITTAL

LAST UPDATE

1/25/2021

2021 HERITAGE PROVIDER NETWORK Health Plan Language Assistance

HEALTH PLAN

Cal Optima

LAP THRESHOLD LANGUAGE

PLAN INTERPRETER ACCESS

1 888-587-8088 Toll Free Monday through Friday, 8 a.m. to 5:30 p.m. 1 800-735-2929 TDD/TTY

For scheduled appointments, make sure to ask for an interpreter at least 5 working days before the member's appointment.

*If the member is in a health network, please use their specific

group*

ADOC/RMG (DELEGATED) Hanna Interpreting Services ? Interpretation 24 hour access to interpreter services at no cost to members ADOC & REGAL All Customer Service Representatives have been trained to ensure that members are able to communicate their questions and or concerns in their language with the HANNA Interpreter Services.

HPN has contracted "HANNA Interpreter Services" as the utilized company for interpretation services. HANNA Interpreter Services provides HPN members with over the phone Interpreting Services at free of charge to the Enrollees. Interpretation Services are offered 7 days a week 24 hours a day at 1-855-803-8250.

PROCEDURE Customer Service Representatives are to follow the steps below in order to connect a member with an interpreter that can assist them in their threshold language:

Incoming Queue Call

Cal Optima Customer Service Representative (CSR) identifies member to be a limited English speaker and or member requests a specific language when speaking with the CSR.

1/25/2021

PLAN TRANSLATION ACCESS (Vital Non-Standard Documents)

PLAN CONTACT QUESTIONS (interpreter/ translation)

ADDITIONAL RESOURCES

LANGUAGE FORM VERIFICATION SUBMITTAL

LAST UPDATE

2021 HERITAGE PROVIDER NETWORK Health Plan Language Assistance

HEALTH PLAN

LAP THRESHOLD LANGUAGE

PLAN INTERPRETER ACCESS

Cal Optima

Blue Shield of California

Promise Health Plan

English,

1/25/2021

Contacting HANNA Interpreter Services Member is placed on a brief hold while CSR completes an outbound conference call to HANNA Interpreter Services. Below is the process for completing a conference call from the Cisco Telephone System:

Dial HANNA Interpreter Services at: (1-855-803needed for interpretation

Your full name and call back number Your department name The member's full name The member's ID number

Translation Services ISI. Inc. ? Translation Services for Written Member Informing Materials (WMIM) and member specific language in NOA letters (818) 753-9181

If the member is in Cal Optima Direct, (N/A) Customer Service Dept. 714-246-8500. Prior authorization is not required. Have the following ready:

Member's name, ID , gender, and age Date and time of appt. Language needed Type of visit Approximate duration Type of visit Name of doctor/ facility Address and phone number of appointment/location

Telephonic /Face to Face Interpreters Call Care 1st Member Service Dept. during business hours:

Medi-Cal (All counties) 1-800-605-2556 8 a.m. - 6 p.m., Monday ? Friday.

Medicare & Commercial (All counties) 1-800-544-0088 (TTY 711) Seven days a week from October 1 through March 31,

PLAN TRANSLATION ACCESS (Vital Non-Standard Documents)

PLAN CONTACT QUESTIONS (interpreter/ translation)

ADDITIONAL RESOURCES

LANGUAGE FORM VERIFICATION SUBMITTAL

LAST UPDATE

C&L Department 1800-468-9935

1/25/2021

2021 HERITAGE PROVIDER NETWORK Health Plan Language Assistance

HEALTH PLAN

LAP THRESHOLD LANGUAGE

PLAN INTERPRETER ACCESS

PLAN TRANSLATION ACCESS (Vital Non-Standard Documents)

Spanish, Arabic, Armenian, Farsi, Korean, Chinese, Khmer (Cambodian), Russian, Tagalog, and Vietnamese

Central Health Plan

Spanish Traditional Chinese

1/25/2021

Monday through Friday from April 1 through September 30

Cal Medi Connect (All counties) 1-855-905-3825 (TTY 711) Contact us 8 a.m. - 8 p.m., seven days a week:

In case of emergency or after business hours for American Sign Language (ASL) interpreter, please call: Life Signs at 1-800-633-8883

Please allow at least 5-7 business days for the request of face-to-face interpretation, and at least 14 business days for sign language assistance.

Central Health Medicare Plan: Provides free aids and services to people with disabilities to communicate effectively with us, such as: o Qualified sign language interpreters o Written information in other formats (large print, audio, accessible electronic formats, other formats) Provides free language services to people whose primary language is not English, such as: o Qualified interpreters o Information written in other languages

Telephonic /Sign Language Interpreter Services Call Member Services at 1 866-314-2427 TTY: 711 8AM -8PM 7 days a week Email: mbrsvcs@ ? Cigna does not delegate interpreter services to medical groups ? Cigna offers free telephonic interpretation for Cigna LEP

Participants through our language service vendor.

? To engage an interpreter once the Cigna participant is ready to Receive services, please call the number listed on the back of the Members ID card 1.800.806.2059.

Obtaining Cigna Translated Documents Cigna will proactively send standard translated vital documents to those who have registered with Cigna indicating that their written language preference is Spanish or Traditional Chinese.

PLAN CONTACT QUESTIONS (interpreter/ translation)

ADDITIONAL RESOURCES

LANGUAGE FORM VERIFICATION SUBMITTAL

LAST UPDATE

1/25/2021

California Language Assistance Program, please call Cigna Customer Service at 1.800.88Cigna (1.800.882.4462).

Cigna California Language Assistance Program:

. com/healthcareproviders/re sources/californialanguagea ssistance-program

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